1. Why we publish this
Migration advice is an industry where people hand over their savings, their documents and their future to someone they have often met once. We think you are entitled to know how our practice is run, who is responsible for your matter, and what happens if something goes wrong.
This page sets that out. It is written for clients, not for regulators, though it reflects obligations we owe to both.
2. Who we are
Nanak Migration Group is the trading name of 1313 Success Group Pty Ltd (ABN 54 674 937 476). Immigration assistance is provided by Navpreet Aulakh, Registered Migration Agent, MARN 2619467.
You can verify the registration of any migration agent, including ours, on the Register of Migration Agents at mara.gov.au. We encourage you to do so before engaging anyone, including us.
3. The rules we operate under
Our practice is governed by:
| Instrument | What it governs |
|---|---|
| Migration Act 1958 (Cth) | Who may lawfully give immigration assistance, and the registration and offence provisions that apply to migration agents |
| Migration Agents Regulations | Registration requirements, professional standards and the disciplinary framework |
| Code of Conduct for Registered Migration Agents (March 2022) | Our duties to clients, including honesty, competence, fee disclosure, confidentiality, record keeping and conflicts of interest |
| Privacy Act 1988 (Cth) and the Australian Privacy Principles | How we collect, use, store and disclose your personal information |
| Australian Consumer Law | Consumer guarantees, and the prohibition on misleading or deceptive conduct |
| OMARA guidance, including on the use of artificial intelligence | Regulator expectations about how the profession operates in practice |
3.1 Code of Conduct availability
The Code of Conduct is publicly available at mara.gov.au, and we will provide a copy on request.
4. Professional responsibility and supervision
Every matter we take on is the professional responsibility of our registered migration agent. That does not change because a task is delegated, because support staff prepare a draft, or because a tool assisted with the work.
All advice given to a client is given by the registered migration agent.
All applications and submissions are reviewed and approved by the registered migration agent before lodgement.
Support staff, whether in Australia or overseas, do not give immigration assistance and do not advise clients.
Client files are maintained in a single practice management system so that work is traceable and reviewable.
Under section 280 of the Migration Act, immigration assistance may only be given by a registered migration agent, an Australian legal practitioner or an exempt person. We take that limit seriously, including internally.
5. Our overseas support office in India
We operate an overseas support office in India. We disclose this rather than leave it to be discovered, because your file is accessed there.
Staff in that office perform preparation, document handling and administrative work. They do not give immigration assistance or advice.
They work under the direction and supervision of our registered migration agent in Australia.
They are bound by the same confidentiality, data handling and AI rules as our Australian staff, under written agreements.
Access to client files is restricted to the staff who need it for the matter they are working on.
Section 6 of our Privacy Policy explains what this means for your personal information and your rights.
6. Conflicts of interest
We check for conflicts before accepting a matter and monitor for them as a matter progresses. Conflicts arise most often where we act for both a sponsor and a visa applicant, or for both partners in a relationship, or where a referrer has a commercial interest in the outcome.
Where a conflict exists or may arise, we will tell you in writing, explain what it means for you, and either obtain your informed consent to continue or decline or cease to act. If our interests and yours cannot be reconciled, your interests come first and we stop acting.
We disclose any commission, referral fee or other benefit we receive or pay in connection with your matter.
7. Fees and client money
Our fees are agreed in writing before we start work and are set out in the service agreement you sign. Professional fees, Department of Home Affairs charges and third party costs such as skills assessments, medicals and translations are itemised separately, so you can see what is ours and what is not.
Money we hold for Department charges and third party costs is held for that purpose and applied to it. We issue receipts and invoices for all amounts received. Our Refund Policy explains when and how fees are refunded.
8. Confidentiality and data governance
Confidentiality is a professional duty under section 35 of the Code of Conduct, not just a policy. It applies to everyone in the practice and to every system we use.
- Individual logins and role based access to client files.
- Written confidentiality obligations in staff and contractor agreements, in Australia and overseas.
- Encrypted storage and transmission of client information.
- A single practice management system of record, rather than files scattered across personal devices and inboxes.
- Breach response under the Notifiable Data Breaches scheme, including notification to affected clients and the Office of the Australian Information Commissioner where required.
9. Artificial intelligence governance
We use AI in the practice, and we publish an Artificial Intelligence Policy that sets out exactly where and how. In governance terms the controls are:
- AI is confined to drafting, summarising, filing and research support. It does not make decisions and it does not give immigration assistance.
- Client consent is obtained in writing before personal information is entered into an AI tool, and can be withdrawn at any time without affecting the fee.
- Only approved business account tools may be used. Free and personal AI accounts are prohibited on client work.
- Every AI assisted output is verified by the registered migration agent before it is used.
- Responsibility for any AI assisted output rests with the registered migration agent, not with the tool or the staff member who used it.
10. Records
We keep the client records required by the Code of Conduct, including the service agreement, fee records, file notes, correspondence and copies of documents lodged. Records are retained for as long as required by the Code, the Migration Act, tax law and other applicable law, generally at least seven years after your matter concludes, and are then securely destroyed or de-identified.
You may request access to your file. Our Privacy Policy explains how.
11. Professional indemnity insurance
We hold professional indemnity insurance as required for registration as a migration agent. Details of the current policy are available on request.
12. Professional development
Registered migration agents must complete continuing professional development each registration year to stay registered. We maintain that, and we monitor legislative and policy changes so that the advice you receive reflects the current program rather than last year’s.
13. Complaints
If you are unhappy with our service, tell us. Most problems are resolved quickly once someone knows about them.
| Step | What happens |
|---|---|
| 1. Tell us | Write to visa@nanakmigration.com.au or call 1300 644 728. Set out what happened and what you would like done. |
| 2. We acknowledge | We acknowledge your complaint within 5 business days and tell you who is handling it. |
| 3. We investigate | We review the file, speak to the staff involved and, where needed, ask you for more information. |
| 4. We respond | We respond in writing, usually within 30 days, explaining our findings and what we propose to do. |
| 5. Escalation | If you are not satisfied, you may complain to OMARA at mara.gov.au. Privacy complaints may go to the OAIC at oaic.gov.au. Complaining to a regulator does not cost you anything and does not affect your visa application. |
13.1 Making a complaint
We do not require you to withdraw a complaint as a condition of continuing to act for you, and we do not charge you for making one.
14. Review
We review this page and the policies it refers to at least annually, and whenever the law, the Code of Conduct or our own practices change.
15. Contact
Nanak Migration Group, 21 Ravenwoods Way, Craigieburn VIC 3064. Phone: 1300 644 728. Email: visa@nanakmigration.com.au.
Disclaimer
This page describes how our practice is governed. It is not legal advice and does not limit your rights under the Migration Act 1958 (Cth), the Code of Conduct for Registered Migration Agents, the Privacy Act 1988 (Cth) or the Australian Consumer Law.